Editing AI for Customer Service (section)

== <span style="color: #FFFFFF;">Evaluating</span> ==
Customer service AI evaluation: (1) **Containment rate**: what fraction of interactions are handled fully by AI without human escalation? (2) **Escalation appropriateness**: of escalated conversations, what fraction should have been escalated (avoid under- and over-escalation)? (3) **CSAT by channel**: compare satisfaction for bot-handled vs. human-handled interactions. (4) **FCR by channel**: bots often have lower FCR than humans; track trend. (5) **Topic analysis**: what are the most common failure topics where bots consistently fail? (6) **Sentiment trajectory**: does customer sentiment improve or worsen over the course of an AI interaction?
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